Frontier Communications

Worst customer service I have ever seen. Was without internet for 4 days last month. That was fine there was a storm, I had older equipment from previous homeowners. The problem was fixed, equipment replaced and I did not even request a credit on my bill even though our phones went over on data because of the 4 days with no internet.
This month internet goes out again on the 14th. It took me four phone calls and almost two hours to even get to the right department. Then they try trouble shooting over the phone which did not work so they said they would send out a tech on the 16th. That was a work day, I asked if I needed to be there and they said yes so I asked to move it to the 18th. On the 16th they called me to tell me there was an outage in my area and it was now fixed. But then when they went to confirm my information it turned out the outage was in a completely different state and it was under a completely different customers name. On the 18th I waited the majority of the day and then called in the afternoon to make sure they were coming. They told me that no tech was ever scheduled to come they were just going to push out a fix. The fix did not work so they were going to need to schedule a tech which will be another week. They said I misunderstood that anyone was going to actually come to my house on the 18th. That is ridiculous because why would I have needed to be home. Now for the 2nd month our phones are going over on data. I really want to cancel my service however Frontier Fios seems to be the only option for internet in my neighborhood.

Should have a negative star to choose. They are the worst to do business with. Customer service is poor. And, they love to place you on hold, never return, and transfer you to another rep who asks the same questions, places you on hold, and transfer to another dept. After 4 different people the result is numerous apologies and nothing they can do.
Two days ago setup for installation between 8-noon. Confirmed the time night before. Day of installation, had to call at 12:30 to find out where the installer is. First rep couldn't find the order. Second rep (different dept) found the order, placed on hold, disconnected. Called back, same questions, hold again, finally found the service order to be told their records show 1-5 install time. So, why was I told the first time 8-12 and confirmed the time the night before? No answer and transferred to another dept. That rep claimed to be trying to get in touch with a driver, placed on hold, call picked up by someone else who had no idea who I was. Same questions asked again and then told they found another order that no installer is scheduled to come out after all and they're just shipping the equipment for myself to install. So, all the waiting for nothing. And, no connections for 5-7 days until the equipment arrives. Can't give any credit, but will try to apply a $20 credit. So, what about the lost salary from work for being told someone had to be present to install new equipment? What about the days I don't have service? FONTIER IS A HUGE FRICKIN JOKE!!!!!

I cannot give a star review but even the prompts to post this are requiring it. I moved from one house to another and have made multiple attempts and spent countless hours just trying to close the old account. All representatives assured that the old account will be closed and credits will be due. Yet still getting bills from the old account. Not only are they wasting time paying there employees for processing monthly imaginary bills, they are wasting paper and my time as well. How many people does one person need to talk to before he reaches one person that can close a simple account???????
What a joke of a company

Worst company ever.
Every month my service is cut off BEFORE my due date. I then have to pay a "convenience" fee to get it turned back on.
And I pay over $100 a month for what is essentially dial-up speeds.

I wish I could give them 0 stars. Absolutely the worst internet provider out there. They lie, cheat people out of money, and customer service is non existent. Wrote a Google review to which they said to go to their FB page to "talk" about the problems. No where to talk on their web page. Their internet is exceedingly slow, but the good part is that if I use a speed test that is not theirs I get consistently lower readings than I get from Frontier. Not that it is good to begin with at 5.9 mbps upload and 1.1 mbps download with Frontier and other sites show it is more like 2.48 mbps download and .94 mbps upload. Pathetic! Our internet was slow to begin with so we "upgraded" our internet speed for considerable $$$. Only to find out Frontier is stealing our money because they can not support a high speed internet, which is obvious by the mbps. Call customer service and "they have no plans to upgrade" in this area. Then give me my money back. This area really needs other options. I could go on and on, but it would not make a difference, NO ONE, including the FCC has any plans to help the consumer.

Is there a lower rating available than 1 stars? I have been trying to get my internet connection back for 2+ weeks, trying to get telephone back for a week. They began by giving me faulty information, not knowing their own policies. They then set up a date for work. They didn't come. When I called at 4 the tech support person assured me they'd come at 5. When I called at 5, he'd come by 7. When I called at 6:30, he'd come by 10. Right. The next day the tech support fellow did try to help, got in touch with *** JT called Dispatch who said they were backlogged. He then called my neighbor since my phone doesn't work and left a message apologizing and giving me a number to call. A number that is not available. The support people yes me to death, but no one does anything, there isn't anywhere to complain or get things done. How come they are allowed to do this without competition?

I just switched to frontier hoping for a better experience than what I had with my cable company. What I got was the worst service I have ever had in my life. For only a month into the service I have been on the phone with customers service once a week at least. Now I am stuck in a contract and will have to pay a penalty to cancel my service.

If I could rate them zero stars, that would still be more than they deserve. There is no customer service. People argue and yell at you once you actually get to a human after 45 minutes on hold and then if you want to talk to a supervisor it’s another hour. They also argue with you as if what you are reporting even though you have absolute proof like the tracking number of their equipment you returned with a proof of delivery notice can’t possibly be their fault. They continue to bill you after to disconnect service. They threaten to send you to collections for disputing false bills. And they tell you the only way you can find out if they have accepted or denied your dispute is to continue to call them or find out once they have sent you to collections. We’ve never signed a contract yet we’re charged $113 to cancel our service. It’s absolute insanity, outright lies, and really terrible service for what you are paying for. Just don’t. If there’s any other option, chose it over Frontier.

Worst business I've ever encountered without a doubt. Every part of the business seems to be an island, and no one communicates with anyone else. The amount of time I had to spend on the phone with them, getting passed from one person who had no idea what to do to another, was just amazing. It's like everyone there started yesterday, and they received no training. Their inability to do anything right, from the simplest installation to fixing an incorrect charge on a bill, will take your breath away. Run from this company. They will waste enormous amounts of your time and money. It's like their goal is to torture you.

Horrible customer service and even worse actual service. Was without internet for half a month and got a HUGE run around. I have literally nothing but issues with this company. Unfortunately no one else provides internet service in my area so it's this or nothing. Sometimes I think nothing would be better than shelling out money over over priced problems. This company is a joke.

I have used various internet providers and to say Frontier is the shadiest of the bunch is an understatement. First of all, my sales rep straight up lied to me. $40 a month for 150mbps internet, no router fee(because I use my own) and no installation fee, sounded amazing when I was paying $60 a month for 50 mbps at the time. Sadly none of the promises panned out, but that's not the worst part. Initially I was setup with an installation appointment on a saturday afternoon. Great, couldn't wait for faster internet. But on that day, no one came, no phone calls either. I called Frontier frustrated and confused because I just wasted a perfect Saturday waiting at home, and they told me they had technical difficulty reaching the technician, but they set me up with another installation the next Saturday. So a week later, I sat in my home bored out of my mind for 5 hours, again, nobody showed up, no phone call, and same excuse. This went on for a third and a fourth time, and finally someone showed up to my door 5 hours after the appointment time, tried but couldn't finish the installation so he said he'd come back next business day to finish, and put me on a temporary solution to connect to internet. Great, finally after a month I have internet---not. He never came back to finish his work, the next appointment is again, no-show; two days after the missed appointment, some technician showed up unexpectedly, couldn't figure out what to do, and left. At this point my internet had stopped working, the Frontier technical support has no idea what to do, whatever they installed was not in their database and their next available technician is next week. That's when I decided that it is not worth the hassle to save a few bucks and went back to ***---a *** technician came the next day(a Sunday), on time and got my internet working in an hour. And just I thought I'm finally free from the terrible service of Frontier, they sent me a bill of $83.39. $40 for monthly service, $25 for installation (the first of 3 installment) and a slap on the face, $5 router fee, plus tax and "equipment transportation fee". On my 6 figure income this is but a trivial amount of money and I was tempted to just pay and get over it, but every time I see the bill I was reminded of this terrible experience they put me through, the disappointment and frustration, so once again I picked up the phone to dispute the charges, and sure enough, they have no record of "free installation" or any of the complaints I've made. Well played, Frontier, but I have not yet begun to fight. Your consistent failure and lies have invoked the wrath of a petty individual with nothing better to do. For the $83.39 you wrongfully charged me, I will make it my mission in life to write negative reviews, complain, downvote, dislike until I see you fall, and I pray to God for that day to come.

We paid for our first month of internet service which was a fair price on a month to month contract. We never were able to get the internet service to work. We called in to get help and they weren't able to connect it over the phone so they sent out a technician. They technician came and wasn't able to get it fixed so he recommended that we call in to cancel. We called in and cancelled the account. A few months later we got a bill saying that we owed $220 and that the account was still active. We called in and they were said we had never cancelled. They also said that we were being charged an extra $90 for the technician visit and it was being sent to collections. They also said they can't do anything to help right now and that we have to call in again in 10 days to have the exact same conversation to hopefully get a partial refund... even though we literally never got internet service...

HORRIBLE customer service -- tried to get a replacement remote for one that no longer functions properly. I was on the phone for 45 minutes being transferred from Customer Service to Technical Support and back when the rep hung up on me. This is the only cable company I know of that charges for a replacement remote ; this is my mother's account, but if it were mine, I would CANCEL IMMEDIATELY!

The bandwidth is terrible! They will not do an upgrade in our area knowing that there is bad service.

Advice to anyone considering doing business with Frontier Communications: Take thousands of dollars and tear them into small pieces. Throw the pieces into a busy intersection and lie down on them. This would be less painful than dealing with this company! To say Frontier Communications is the absolute worst company that we have ever dealt with is an understatement. There is not a word in the English language or any language for that matter that can accurately state what a disaster this company is.
The number of issues we have had with losing our phone service are far too many to list. Apparently, Frontier thinks so too. When I tried to obtain a list of service tickets we’ve had with them, they were only able to provide 3 – a laughable number considering we’ve had that many in last 2 weeks alone! There is not even a record of the 5 days we had NO PHONES. 5 DAYS! To give a detailed account of each interaction I have had would not only be too long for anyone to read, it would also be impossible to believe. I would be happy to provide examples if requested such as my conversation this morning with their technical support department when our call was dropped while being told there were not an issue to report. At least that’s what I’m told I was being explained since I couldn’t hear anything through all of the static. They considered this a closed ticket.
Let me explain what that means to a small business like ours. 6 days without phones means 2,430 calls that we would have normally handled were missed. 2,430! There are an average of over 400 calls that go in and out of our office a day. 400 calls that are not only our livelihood, but 400 customer commitments to do our job. You don’t become a top 50 State Farm agent (out of 18,000) by breaking commitments. That kind of success is based on providing customer service and benefits not found elsewhere – something our customers rely on. Do you have any idea how frustrating it is to deal with a company like Frontier that prevents us from doing our job because they don’t know how to do theirs? It is inexcusable. The incompetence that I have experienced in most all interactions is astonishing. Like clockwork, I know the wrong tech will be sent out each and every time no matter how much I emphasize the type of system we have; there will be an issue with forwarding calls and require 3-4 calls. Every time.
To pay over $1000 a month for the worst phone and customer service on the planet is absurd. To learn that not only you are paying for all of the times we were without service (including the 6 full days!) we have also been overbilled more than $5,500 for the past 2 years. Which is less than the $6000 Frontier plans to charge us for terminating our services! I have provided documents dating back to 2016 to have this corrected. The last response I had was August 1, 2018 stating it was being looked at. That makes it 2 years and a week.
I sincerely feel pity for the field employees of Frontier. Frontier’s executives should be ashamed to burden their employees with have to face their customers. The last tech we had was mortified at how his own call center partners were not only talking to him, but to me as the customer.
This letter is not intended to correct what cannot be fixed, or to express expectations for a resolution. The only expectations I have from Frontier is that we will not have working phones at some point between now and August 21st when *** installs our new phone lines. I am simply informing those that currently have Frontier or are considering Frontier that you are better off throwing away your money while getting hit by car.

Frontier Communications has the worse customer service ever! I had service with them already and just wanted to add a home phone line. First service rep I spoke to gave me prices to up grade my service for a better deal than the next service rep said they put a request order in for me. Lies! Days later I call back another service rep I dealt with said their was no such service order for me so I had to request another one. This time prices were different compared to what another service rep had told me. Gave a time a technician would come out to my house. They never showed up. I call them make another appointment and when a technician finally showed up he said I was down as a new customer but I already have service with them, so he closed out my already account with them and put me under a new one. All of this just cause I wanted to add a home phone. I had already paid my bill with them for them to send me 2 new bills, one my old account and the 2nd new account, they said I closed my account so have to pay them. I didn’t close it’s what they did on their part. I should have gotten that bill deducted cause I had just paid them and they closed my account midway but instead want full payment for not a full month of service which doesn’t make sense cause nothing was cancelled. I still had service with them, I basically had to pay 3 months of service for the crappy service they gave me. Hands down they are terrible. And on top of that they have the most worse reviews on the internet. They should be sued I’m surprised they haven’t.

Terrible terrible experience with Frontier. Offered a promotion for extremely slow and terrible service (the promotion was the only reason I agreed to pay) and was told it was good for three years. After one year, they significantly increased my price and told me my three year promotion was only a $2 discount!! This was absolutely not true. I'm not paying $50 per month for internet service that is extremely slow and doesn't work most of the time.

Frontier Communications...This has got to be the WORST company I have ever dealt with. There is nothing that goes smoothly or without issues. The problems arise when you try to get back to them to fix the problem, no one seems to be able to help. I was on "hold" for over an hour waiting on their "tech" dept to fix an issue with new service. I finally hung up! I've been routed to the wrong dept, placed on hold forever, and diconnected while waiting. I cannot believe they are still in business. I was holding off switching to *** thinking they would fix their problems, but it hasn't happened. Their telephone service dept needs a major overhaul.

This guy didnt even show up to the installation appointment called to see if they could accommodate a better time for me but after missing two days of work it's just not worth it

The worst service I have ever experienced with a company!! I am certainly not one to voice complaints, but Frontier has been a nightmare- the issues are too numerous to express in this forum- but I will write a synopsis-
All I asked for was to increase my service from 6mbps to 12mbps- to do this was extremely difficult for myself and Frontier!
*I made over "seven" (lost count) 30 to 45 min calls to upgrade service, you would think they would want more money from folks to upgrade?
*each rep had a different story, excuse and info. They actually had me cancelling service, as no one knew codes??
they ended up turning off my phone/inet/alarm- even though I wanted to upgrade
*they cancelled a tech coming out- 3 times. I stayed home and waited!! When one was scheduled, he went to wrong address and said house was abandoned! I was waiting and no one showed.
*they had wrong address and contact- they tried to contact house number after they disconnected it?
*was told someone needed to be home for 4 hour window to wait- no show again
*someone finally restored service remotely- but did not come out to house- I still have a 5 year old ATT box they said they would replace- but no one showed up.
*I had to purchase extenders for service to work in the house!
Horrible service and customer relations.